The Business Development Lead (BDL), acting as a liaison, works directly with the Service Department and the Parts Department. The BDL in the dealership contributes by engaging in a leadership-based, critical role in driving customer outreach, in-person and incoming electronic media service bookings, special-order parts tracking, maximizing service opportunities, and customer experience follow-up.
Key Responsibilities:
Customer Outreach & Retention: Proactively oversee and contact established dealership customers for overdue services, previously declined services, and current service promotions.-
Appointment Generation: Oversee the progress and completion of appointment request voicemail call backs, text messages via internal CRM, and dealership chat-based platform.
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No-Show Appointments: Contact customers who have missed appointments and assist in booking a secondary follow-up appointment.
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Serve Campaign Promotion: Contact customers to schedule service appointments for outstanding recalls and warranty extensions.
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Special Order Parts (SOP): Monitor all front-line/service counter-generated SOP requests closely to monitor order status and arrival notifications. Promptly contact the customer to schedule a service appointment for installation. Maintain accurate records of all contact methods and timing. Inform the Parts Department immediately of SOP cancellations to minimize delays, and the dealership will absorb shipping costs. Follow up with the Parts Department of ETA on updates on all frontline/service counter backordered parts.
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Customer Experience Index (CXI): Contact customers after service to thank them for their business and ensure complete satisfaction with their most recent visit. Report to the Service Manager about any negative feedback or outstanding unresolved issues.
Skills & Qualifications:
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Strong communications and interpersonal skills (both written and verbal).
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Excellent organizational skills and attention to detail.
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Comfortable using CRM, scheduling, and dealership management software.
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Customer-first mindset with a sales-driven approach.
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Prior experience in an automotive dealership or service environment is an asset.
What We Offer:
Competitive Compensation - We recognize and reward performance.-
Comprehensive Health Benefits - Including medical, dental, and vision coverage.
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Supportive Work Environment - Join a team that values collaboration and respect.
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Career Growth Opportunities - We promote from within and support professional development.
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Ongoing Training - Stay sharp with continuous learning and industry certifications.
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Team Events & Perks - Enjoy summer BBQs, golf tournaments, holiday parties, and more!
